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Salesforce Service Cloud Administration Sample Questions:

1. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Configure IVR routing to bypass Tier 1 for the product line.
B) Create a dashboard to track and manage call volumes by type.
C) Configure Omni-channel to assign cases directly to Tier 2.
D) Create Knowledge Articles and publish internally and publicly.

2. Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A) Approval Process thatassigns an Article to a Reviewer Queue
B) Knowledge Action to Publish an Article once the Article is approved
C) Data Category to assign an Article Type to a Reviewer
D) Validation Rules for Article Types to verify all fields during creation

3. Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times andlengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A) Configure Success, Warning, and Violation Actions for Milestones.
B) Configure AssignmentRules based on Case Priority.
C) Create a Report of all active Entitlements grouped by Customers.
D) Add the Entitlements related list to the Account Page Layout.

4. Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A) Enable Chatter for agent collaboration
B) Create auto-response templates for incoming emails
C) Enable Ideas in a customer portal
D) Enable Live Agent to handle incoming service inquiries

5. Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problemsaccount for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A) Use Lightning Connect to connect and access data in real-time from the billing system.
B) Create a custom tab of type URL that displays a search page from the billing system.
C) Create a Visualforce page that retrieves payment information via a Web Service call-out.
D) Import payment data into Salesforce and add to the contact page layout as a related list.

Solutions: